How to Manage Negative Customer Reviews: 9 Tips for Auto Dealers
1. Request More Reviews
When you publish positive reviews on your auto dealer
website every day, the occasional negative review is not likely to be
prominently visible for a long time. The positive reviews will project a robust
perspective, and the barely visible negative ones will underline the fact that your
reviews are not faked but real and trustworthy.
2. Be Transparent
Transparency is the key to any trustworthy business. Everyone
makes mistakes occasionally, and even your customers know it. The one thing
that they expect from your dealership is transparency. Show it in your customer
interactions.
3. Respond Quickly
Responding proactively to negative customer reviews will
prevent any significant damage to your reputation. Your customers expect you to
notice issues and resolve them ASAP, and when you do, you are likely to receive
appreciation.
4. Don’t Lose Your Temper
Negative reviews are a fact of life. When it happens, don’t
ever lose your temper. Instead, respond calmly and professionally.
5. Say Thanks
Apologizing for customer inconveniences may not in
itself solve your customer’s issues, but it will make them feel that you
understand their difficulties. Once they are ready to listen, thank them for
being honest with their opinion and let them know how you plan to go about
redressing their issues.
6. Solve the Issue
The next step is obviously to focus on the issue and
providing the right solution for them.
7. Follow-up with Your Negative Reviewers
Don’t forget to follow-up after you have resolved the
issues. If customers are happy, then request them to consider editing their
negative reviews, or adding a positive note to it.
8. Take the Issues Offline (If Necessary)
If the issue in question cannot be resolved
immediately, then it is best to take it offline. Request their email id or
phone number and take the conversation out of the public view.
9. Take Appropriate Action on Fake Reviews
Sometimes,
negative reviews may be fake. In that case, you may report it to the review
platform and request them to remove it.